Story-mode user interface

1. An apparatus, comprising: at least one processor; and a non-transitory computer-readable storage medium including instructions executable by the at least one processor to implement a user-interface displaying a workflow of a service ticket, in a first mode, in order to determine actions to take with regard to a problem in a computer system, the workflow traversing a plurality of management spaces of the computer system, each of the plurality of management spaces including events that share one or more dependencies, relationships, or patterns, in response to a request for the display of the workflow to be changed from the first mode to a story mode, the user-interface displaying the workflow in a story-mode presentation, the story-mode presentation including: a time map displaying one or more events of a first type related to the service ticket occurring in a first management space on a first time line, and displaying one or more events of a second type related to the service ticket occurring in a second management space on a second time line, the second time line being parallel in time to the first time line, the one or more events of the first type being different events than the one or more events of the second type; and event details containing one or more narrative descriptions corresponding to the one or more events displayed in the time map, the user-interface further including controls for marking a dependency of, a relationship between, or a pattern of the one or more events of the first type occurring in the first management space on the first time line and the one or more events of the second type occurring in the second management space on the second time line, and in response to a selection of at least one of the controls creating a relationship between the first time line and the second time line, the user-interface updating the story-mode presentation to graphically depict at least one correlation between an event of the first type occurring in the first management space along the first time line and an event of the second type occurring in the second management space along the second time line.

2. The apparatus of claim 1 , wherein the actions to take with regard to the problem in the computer system include one of more of determining cause, prioritization, resolution, work around, prevention, knowledge information sharing, and remediation of the problem.

3. The apparatus of claim 1 , wherein the management spaces of the computer system include one or more of incident ticket management space, change management space, problem management space, and configuration item management space.

4. The apparatus of claim 1 , wherein the first management space is an incident ticket management space, and wherein events of the first and second type include one or more of causes, circumstances, and consequences of a problem or defect, barriers to a solution, and actions taken, or to be taken, to resolve the service ticket.

5. The apparatus of claim 1 , wherein the second management space is a configuration item management space including configuration items, the configuration items having one or more attributes, the attributes including technical data that describes one or more capabilities of the configuration items, software version and model numbers, hardware items, manufacturer specifications, networking speeds, data storage size, ownership data, purchase date, warranty, location, identification numbers, documentation, and relationship data including relationships between hardware items, software, and users.

6. The apparatus of claim 1 , wherein information on events occurring in the management spaces of the computer system is gathered from different sources based on the dependencies and/or relationships between the events, or based on a relevance of the events to the workflow of the service ticket.

7. The apparatus of claim 6 , wherein the different sources include forms, or portions of forms, or other areas of a business application.

8. The apparatus of claim 1 , wherein displaying the workflow in the story-mode presentation includes dynamically updating the story-mode presentation in time as events occur in the management spaces of the computer system.

9. The apparatus of claim 1 , wherein the story-mode presentation user interface controls further comprise controls: to update specific event data, post comments, remark on posts, ask questions of, and comment on specific posts made by others, in the workflow of the service ticket.

10. The apparatus of claim 1 , wherein the story-mode presentation user interface controls further comprise controls: to search for, or filter, events occurring in the management spaces that are displayed in the story-mode presentation.

11. A method for processing a service ticket regarding a problem in a computer system, the method comprising: displaying a workflow of the service ticket on a user-interface of an application, in a first mode, in order to determine actions to take with regard to the problem in the computer system, the workflow traversing a plurality of management spaces of the computer system, each of the plurality of management spaces including events that share one or more dependencies, relationships, or patterns, in response to a request for the display of the workflow to be changed from the first mode to a story mode, the user-interface displaying the workflow in a story-mode presentation, the story-mode presentation including: a time map displaying one or more events of a first type related to the service ticket occurring in a first management space on a first time line, and displaying one or more events of a second type related to the service ticket occurring in a second management space on a second time line, the second time line being parallel in time to the first time line, the events of the first type being different events than the events of the second type; and event details containing one or more narrative descriptions corresponding to the one or more events displayed in the time map, the user-interface further including controls for marking a dependency of, a relationship between, or a pattern of the one or more events of the first type occurring in the first management space on the first time line and the one or more events of second type occurring in the second management space on the second time line, and in response to a selection of at least one of the controls creating a relationship between the first time line and the second time line, the user-interface updating the story-mode presentation to graphically depict at least one correlation between an event of the first type occurring in the first management space along the first time line and an event of the second type occurring in the second management space along the second time line.

12. The method of claim 11 , wherein the actions to take with regard to the problem in the computer system include one of more of determining cause, prioritization, resolution, work around, prevention, knowledge information sharing, and remediation of the problem.

13. The method of claim 11 , wherein the management spaces of the computer system include one or more of incident ticket management space, change management space, problem management space, and configuration item management space.

14. The method of claim 11 , wherein the first management space is an incident ticket management space, and wherein events of the first and second type include one or more of causes, circumstances, and consequences of a problem or defect, barriers to a solution, and actions taken, or to be taken, to resolve the service ticket.

15. The method of claim 11 , wherein the second management space is a configuration item management space including configuration items, the configuration items having one or more attributes, the attributes including technical data that describes one or more capabilities of the configuration items, software version and model numbers, hardware items, manufacturer specifications, networking speeds, data storage size, ownership data, purchase date, warranty, location, identification numbers, documentation, and relationship data including relationships between hardware items, software, and users.

16. The method of claim 11 , wherein information on events occurring in the management spaces of the computer system is gathered from different sources based on dependencies and/or relationships between the events, or based on relevance of the events to the workflow of the service ticket.

17. The method of claim 16 , wherein the different sources include forms, or portions of forms, or other areas of a business application.

18. The method of claim 11 , wherein displaying the workflow in the story-mode presentation includes dynamically updating the story-mode presentation in time as events occur in the management spaces of the computer system.

19. The method of claim 11 , wherein the story-mode presentation user interface controls further comprise controls: to update specific event data, post comments, remark on posts, ask questions of, and comment on specific posts made by others, in the workflow of the service ticket.

20. The method of claim 11 , wherein the story-mode presentation user interface controls further comprise controls: to search for, or filter, events occurring in the management spaces that are displayed in the workflow presentation.